Frontline Account Manager

Frontline Account Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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We are seeking a highly motivated and skilled Frontline Account Manager to serve as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. This role combines the responsibilities of a Service Desk Technician and Mission IT Operator, delivering both customer-facing support and direct operational monitoring to ensure continuity of service and rapid issue resolution.

As a Frontline Account Manager, you will provide Tier 1 support via phone, email, and walk-up channels, handling inbound incidents, service requests, and technical issues across a range of systems, applications, and platforms (including Windows and Linux). You will be responsible for incident triage, ticket creation in a web-based CRM, initial troubleshooting, and escalation where appropriate—ensuring issues are resolved promptly or directed to the correct technical teams.

This role requires a high level of technical aptitude, communication skills, and multitasking ability, along with a strong commitment to customer satisfaction and operational excellence. You will support system and network stability, monitor enterprise IT infrastructure, restart services and hardware when needed, and coordinate with Tier 2/3 teams to address complex problems. As part of a globally integrated service center, you’ll be expected to interface with government leadership, system operators, and engineers, while maintaining clear documentation and contributing to continuous service improvement.

This is a dynamic, fast-paced role ideal for professionals with a passion for IT operations, frontline support, and delivering mission-focused results.

As a key member of the Integrated Service Center, the Frontline Account Manager will:

Key Responsibilities:

• Provide first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels.

• Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.

• Create and manage support tickets in a web-based ITSM/CRM platform while actively troubleshooting and communicating with end users.

• Perform initial assessment, triage, and resolution for common incidents; escalate complex or critical issues to Tier 2 or appropriate technical teams.

• Analyze, troubleshoot, and resolve issues involving end-user systems, servers, storage, network connectivity, and security controls.

• Conduct system administration tasks and maintain configuration documentation for assigned infrastructure.

• Provide face-to-face (walk-up) support where applicable, ensuring responsive, courteous customer service.

• Monitor system performance and alerts, identifying and correlating potential issues, and initiating corrective actions as needed.

• Maintain high situational awareness during live incidents and contribute to after-action reviews by capturing the state of the environment and resolution details.

• Restart system services and hardware as required; act as a single point of contact for troubleshooting, service restoration, and escalation.

• Interface daily with internal stakeholders, government personnel, and international partners, often under high visibility and operational urgency.

• Ensure resolution of all tickets and incidents in line with Service Level Agreements (SLAs) while providing timely and transparent communication to users.

• Document solutions, update knowledge bases, and contribute to user self-help resources to enable continuous service improvement.

• Alert management to recurring issues or trends, recommending proactive mitigation strategies.

• Maintain privileged access across multiple systems, adhering to strict compliance and security standards.

• Support new infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity.

• Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions.

Required Qualifications:

• Active TS/SCI with Polygraph is mandatory.

• Current DoD 8570 IAT Level II Certification (e.g., Security+) required.

• Associate’s Degree in a related technical field or 3–5 years of equivalent